• Contact Center Supervisor - 3rd Shift

    Job Locations US-NV-Las Vegas
    Req No.
    2018-1907
    Category
    Call/Contact Center
    Type
    Regular Full-Time
  • Overview

     

    Supervises the daily activities of the Contact Center and ensures that superior service standards are met, and that relevant policies, procedures and audit requirements are followed.

    Responsibilities

     

    • Directs and coordinates the daily activities and functions of the Contact Center.
    • Ensures timeliness, quality and quantity of work performed.
    • Monitors calls received by the department staff, and evaluates service quality according to established measurements.
    • Develops and implements training, coaching, and sales incentive programs to ensure maximum performance, and that required service levels and appropriate results are being achieved.
    • Monitors compliance with Credit Union policies and procedures, and conducts periodic audits of internal processes.
    • Establishes and implements departmental operating procedures.
    • Resolves complex issues, establishes work priorities, and makes decisions within established guidelines and authority.
    • Oversees on-line services, including home banking, bill payment, e-statements and live chat.
    • Provides training and assistance with products and services, including Consumer and Real Estate Loan information.
    • Tracks and monitors all goals, and prepares requested management summary reports.
    • Tracks, identifies and implements plans to raise quality levels to meet or exceed standards. Identifies service quality issues in products, training, and branch contacts and recommends appropriate corrective action.
    • Assists department manager in identifying and implementing employee career development.
    • Monitors Contact Center technology, performance and results as related to the telephone system, voice response unit, data processing, ACD, and workforce management systems.
    • Ensures that employee time sheets are completed accurately and submitted in a timely manner.
    • Ensures that the department needs are met in regard to employment, counseling, performance evaluations, training, motivation, coaching and discipline of department staff.
    • Conducts staff meetings to inform staff of work issues and changes.
    • Interviews candidates for open positions.
    • Ensures full compliance with UNIFY Financial Credit Union service standards, policies, and procedures; and with the Bank Secrecy Act and other relevant laws and regulations.
    • Performs other duties as assigned.

     

    Qualifications

    High school diploma or equivalent required; some college preferred; with a minimum of three years-related contact center experience and ACD knowledge, preferably in a financial institution; or equivalent combination of education and experience. Requires a minimum of two years of supervisory experience. Requires the ability to communicate effectively, both verbally and in writing; and excellent interpersonal skills, including the ability to provide constructive feedback to both management and staff; strong analytical, problem-solving, decision-making and time management skills; and proficiency in word processing software and spreadsheet software applications.

     

    Physical Standards With or Without Reasonable Accommodations:

     

    Requires the ability to sit for extended periods of time (up to 7 hours daily); repetitive motion of hands for typing, gripping, grasping, filing, etc.; occasional stooping, bending, or squatting; and the use of commonly-found office equipment.

     

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